Europ Assistance Reviews 

I bought accidental damage cover through VRBO. I modified the dates of my trip for free with VRBO but europ assistance refuse to modify the dates of my insurance cover even though the insurance cover has not commenced. Very poor customer service.

They took a renewal from my dead father's account and will not respond to requests to refund. Surely this insurance is not valid if it was taken out in the name of a deceased person.

I have stage 4 cancer and they won’t refund me tickets that I have refund protection of, after providing medical documents they want for 3 months. Absolutely horrible company.

Anything to not pay: Due to law obligations, as the GOP was sent to another entity (A) and the banking details belong to another individual (entity B), we would like to kindly ask you to please read and fill the form attached, where you can declare that it belongs to the facility. Please read our CEO’s cover letter attached regarding the issue. Should you have any questions please feel free to contact us.

This company must be shut down asap . Policy should start around 12/07/2024 . Visa was refused around 28th March and I lodge a complain for refund , they won’t refund any money . Be careful dealing with them . They’re scammers

Complete scam. Do not have anything to do with this company. Advertising their policies as accepted for Schengen visas by all European embassies and gave a money back guarantee.
I paid £600 for my wife and myself in readiness for our application for a 12 month visitors visa for France. The clerk at the visa centre took one look at the policy and said “Oh a Europ policy- sorry that is not acceptable”
Contacted Erop and they didn’t dispute that the policy was not acceptable but said that although the policy was not due to start for another two months, they would not refund me

Worst insurance company I've ever dealt with. Professional scammers, avoid at all costs

Less than one if possible! Keep asking for same documents over and over again . Absolutely disgusting and a waste of money. I’m so fed up, you pay for a service so you expect a decent response and an easier channel of communication! shouldn’t be this hard to make headway

Refused to return the money (as per their policy) after visa was denied. Requested "proof" that no consulate (italian in this case) would give.

SCAMMERS!!!!!!!. I have reported to UK online fraud. I hope they come here to see this Booking reference: Booking reference number: E24T0073647 to confirm what I have promised them. Next is BBC and all media houses and platforms

Very bad experience and probably a scam, they keep asking me for the same documents over and over. Finally, they say that my claim has been accepted but there seems to be something wrong with my banking references everytime I submit them eventhough these are official documents from my bank. I have worked in the international transfer department at a bank and I Know there is absolutly nothing wrong with my banking informations.
Update: They actually ended up wiring the funds after 2-3 months of giving the runaround.

They will make every excuse to 'require more information' and give lamest excuse to the point of twisting your evidence, so they don't have to pay out. It's a SCAM - I recommend Royal London instead.

Europ-Assistance travel insurance is unethical. You will spend days and weeks resubmitting your proof over 20 times and they will never move your claim forward. Dont trust this service, they do not cover you at all.

One star is too much. I bought travel insurance with europ assistance through SAS at the point of booking. Terrible customer service, long time between responses, all automatic emails and no explanations. So many documents to upload to then be told you do not have the document you need so they wont pay. AVOID.

Scam! Scam! Scam!

I bought a flexible travel ticket insurance - and the company gave be the lamest of excuses not to process my reimbursement.

"The next flight was to a different destination from the first." It was so glaringly obvious that the two destinations were the same - I know. I had to fly it.

I'm going to a consumer protection agency with this. They're an overt scam, and lie to your face.

DO NOT BUY.
Spanish embassy did not accept their insurance and they didn't refund me although I contacted them 16 days before the start of the policy.

Reaching them by phone it's just painful. And then they even don't have my IDs. I spent 20 euros just for calling them for my paperworks

An utterly unprofessional and scam company who will come up with the most nonsensical and idiotic arguments to avoid paying you.

I bought travel insurance for my mother who was supposed to visit me in Denmark. However, the Danish embassy called her to inform that the travel insurance must cover COVID-19 and instructed her to provide an updated insurance. I wrote to customer support to check if COVID-19 was covered as it was not clearly stated in their insurance policy document. This was on 24/5, and planned start of the trip was 5/6. Instead of replying to my question, the customer service copied a link to their website. I looked around and found text on the website stating that COVID-19 was not covered. It was ironic that an insurance called "Schengen", was not accepted by the embassies of the Schengen countries. Nonetheless, in my reply to them on 25/5, I instructed them to cancel the insurance and refund the fee since the insurance was not accepted by the embassy. I got a reply that they cannot refund unless the demand is sent within 14 days (I bought the insurance on 5/5 and requested cancellation on 25/5). This was absurd, becuase it was not possible for me to contact them within 14 days because the Danish embassy (like other Schengen embassies) normally takes 15 days to process the visa. I then pointed out that they were contradicting the following section of their Terms and Conditions that stated that the policyholder was also entitled to withdraw if three conditions were met (see below). And in this case, all these three conditions were met.

1) The Trip is not started
2) No claim has been submitted or is in the process of being reported, and that no incident likely to give rise to such claim occurred
3) If the Schengen VISA request is rejected by European authorities, and the Policyholder is able to provide a valid proof of the VISA refusal, the Policyholder can cancel this policy by informing the Insurer."

On this they wrote back to document to prove visa denial. I contacted the embassy and requested them to send a written statement in email stating that COVID-19 coverage was a requirement. It took some time before the embassy replied on 29/6 with the statement "With reference to your e-mail, please be informed it is the requirement of the Embassy to have Medical Travel Health Insurance which also must cover the treatment of COVID-19." However, to my surprise, the customer service now insisted that the visa request must be "rejected" and since it was not rejected, I do not meet condition 3 and thus do not qualify for refund.

On this I wrote back that there is not much difference between "rejecting the visa request" or "informing that the visa cannot be granted if COVID-19 cover is not included". Instead of rejecting the visa outright, the embassy preferred to inform us that COVID-19 cover was a requirement to get the visa and thus requested us to provide an updated insurance. And that I believe the embassy has made this very clear with their written statement. Furthermore, regardless of whether the embassy rejected the visa or not, it was very clear that they did not accept the insurance. I then asked the customer service if they wanted me to request the embassy to explicitly state that they would have rejected the visa if we had not provided the new insurance covering COVID-19.

However, to my surprise again, the customer service changed their stance and now insisted that I do not meet the condition 1 that states that the the cancellation/refund request must be made before trip start date. Additionally, the customer service now stated that they did cover COVID-19 and copied a link to their "Schengen Plus" insurance package. What utter nonsense. First of all, I had informed them to cancel the insurance and refund the fee in my email on 26/5, which was before the trip start date of 5/6. Secondly, I re-iterated that in my email to them on 26/5 where I copied the text from their website stating that COVID-19 was not covered, they did not deny or dispute this text. If COVID-19 was indeed covered as they were claiming now, why did they not clarify it that time? Furthermore, the link they copied was for their "Schengen Plus" insurance, while what I had bought was their basic "Schengen" insurance. And besides that, the link they sent actually no where stated that COVID-19 was covered!

I replied them with these arguments but received the same email as before that I do not meet the conditions 1 and 3.

So basically there was a clear unwillingness from their side to refund the fee, by coming up one nonsensical and invalid argument after another. If a company could not even refund a 1200 DKK fee, how would they ever accept a claim to cover medical expenses if occurred?

In August 2021, I booked a trip to go to Southend-on-Sea. Unfortunately, however, I contracted coronavirus and wasn't able to go. Since the hotel meanly refused to refund my booking, I was left having to claim on my insurance.

I submitted an email from lastminute.com showing that my trip had been cancelled as well as a screenshot of the NHS text message explaining that I had Coronavirus and must self-isolate. However, having taken 4 weeks to reply, the insurance company requested full medical reports from my doctor and (ironically given that they are linked to Lastminute.com!) they did not accept the cancellation email. I contacted my doctor and lastminute.com and provided medical evidence and a fuller cancellation email.

Again another month passed and they sent me another request, this time for the PCR Result Certificate. I contacted Track and Trace who explained that the NHS simply did not issue such a thing which I informed Europ Assistance.

Again another month passed. I then received another email explaining that, because I had not provided the PCR Result Certificate (something that did not exist!), my claim had been rejected.

I appealed the rejection. Some three weeks after that, I finally receive an email explaining that they will honour my claim. The email wasn't very clear though (mentioning a "franchise deduction"). After another delay, I established that this was simply the excess.

Finally, on 24th February, some six months, numerous emails and other messages later, I receive a payment. But I receive a letter from my bank explaining that their bank has deducted £8 from the payment in fees!

I send further emails but receive no reply. Finally, in desperation, I contact the complaints department; obviously I should have done this sooner as I then (promptly for once) receive the outstanding money, some two months after the rest of the claim.

Europ Assistance made me fight every step of the way for the payment. They have no easy means of contact; no phone number, emails bounce back and they are incredibly slow to reply to messages posted on their claim tracker. You are honestly better to go somewhere else.

Absolutely insane that I have to wait for three months to receive a reply to a claim that was started in November. I've been calling for 6 weeks, and every week I get the same answer "We'll reply to your claim next week". When I called you 2 weeks ago, you said you were replying to claims and emails sent in on the 14th of januari, my last message was on the 18th and you STILL have not gotten back to me. When I call your customer line I just get a poor haggard wet behind the ears employee who cant give me any support or help whatsoever. The frustration I feel from this company trying to handle my claim is really falling on this poor employee which I happen to speak to every time I call. I'm sorry for this but please, throw me a bone here!